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首页> 外文期刊>Tourism management >Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels
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Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels

机译：改进重要性绩效分析：容忍度区域和竞争对手绩效的作用。以台湾温泉饭店为例

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摘要

Importance-performance analysis (IPA) is a valuable and popular approach for prioritizing improvements to the quality of services. Despite its simplicity, shortcomings in the analytical framework remain: (a) its application is hindered by measurement bias; (b) it requires a crosshair placement mechanism to enhance the reliability of managerial interpretations; (c) it does not account for differences between the characteristics of quality attributes; (d) it ignores the relative performance of competitors in the competitive marketplace. Since all of these issues have important managerial implications, this work proposes a model for evaluating service quality based on the competitive zone of tolerance by benchmarking against competitors, and then constructs an analytical framework referred to as "CZIPA" (competitive ZOT service quality based IPA) for prioritizing quality improvements of quality attributes to resolve these above issues. The case of a Taiwanese hot springs hotel is presented to demonstrate the implementation of the proposed CZIPA. The results of this case study demonstrate the feasibility and effectiveness of the determination of priorities of attributes for improvement using CZIPA, enabling hotel managers to achieve a competitive advantage.
机译：重要绩效分析（IPA）是一种有价值的流行方法，用于优先考虑改善服务质量。尽管其简单性，但分析框架仍存在缺点：（a）测量偏差阻碍了其应用； （b）它需要一个十字准线安置机制，以提高管理解释的可靠性； （c）没有考虑质量属性的特征之间的差异； （d）它忽略了竞争者在竞争市场中的相对表现。由于所有这些问题都具有重要的管理意义，因此，本工作提出了一种通过对竞争者进行基准测试，基于竞争性容忍度区域评估服务质量的模型，然后构建了一个称为“ CZIPA”（基于竞争性ZOT服务质量的IPA）的分析框架。 ）优先考虑质量属性的质量改进，以解决上述问题。介绍了一个台湾温泉酒店的案例，以演示拟议CZIPA的实施。该案例研究的结果证明了使用CZIPA确定改善属性优先级的可行性和有效性，从而使酒店管理者能够获得竞争优势。

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